We at Serendipity Cake Company are in the business of producing great cakes and cake toppers for all occasions, but that still means we have to get the legal bits right. So here are our Terms and Conditions which will apply if you are using this site and/or placing an order with us. Spend a few moments to read these as well as our privacy policy before placing your order.

These terms apply to all goods ordered either via the internet or by phone, cake consultation or email.  We reserve the right to vary these terms and conditions at any time.

By accessing this website and/or placing an order with Serendipity Cake Company, you agree to be bound by these terms and conditions.

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Wedding and Celebration Cakes including Bespoke and Classic Wedding Cakes

Any samples, drawings, or descriptions we issue and any descriptions or illustrations contained on our website are issued solely to provide you with an approximate idea of the cakes they describe and remain the property of Serendipity Cake Company

Cake sizes quoted are in inches and are based on the diameter of the cake. Cakes are 4 1/2 to 5 inches deep as standard. If you would like a deeper cake this needs to be requested at the time of booking.

All designs and intellectual property rights remain the property of Serendipity Cake Company.

Booking Fee and Order Confirmation

Serendipity Cake Company will design your wedding cake with you at your cake tasting and design consultation (whether it is an online consultation or in person at Serendipity HQ), following which we will provide you with a written quote which is valid for  7 days. We require a booking fee to confirm your order which is deducted from the final balance payable. A 25% booking fee is required for wedding cake orders (subject to a minimum of £50) and a £25 booking fee for all other cakes. Booking Fees are non refundable and non transferable. Your order is confirmed when you receive confirmation along with your order number from us.

No contract is made with you until we have received your booking fee. Once your booking fee has been received you are in a legally binding contract with Serendipity Cake Company.

The Cakes

We warrant that on delivery or collection the Cakes shall conform to their description as set out in the Order Confirmation, be of satisfactory quality and comply with all food safety, statutory and regulatory requirements in the UK. We will not be held responsible for customer disappointment of the design or the interpretation of the cake as long as it is made in line with the customer’s pre agreed requirements set out in the order confirmation and will face no consequent liability. It is the customers responsibility to ensure all details within the order confirmation and sketch are correct and meet their exact requirements.

The warranty does not apply to any defect in the Cakes arising from wilful damage, accident, negligence by you or any third party, if you use the cake in a way we do not recommend, your failure to follow our instructions or any alterations you carry out.

Our cakes are made in an environment where nuts, egg, milk, gluten and other allergens are present. We cannot guarantee that any cake is entirely nut free although we make every effort to ensure that allergies are accommodated.

All cakes (except Classic Wedding Cakes) are bespoke, we will not copy the cake design of another supplier but we will use all your design influences and photos to design you a cake that is special, personal and unique to you.

Where colour swatches are provided we will do our best to match as close as we deem possible. Exact colour matches are not guaranteed.

Fresh flowers are not included in the price of any wedding cake design. If a wedding cake is to be dressed with fresh flowers these are to be provided by your florist. NB. Please note some flowers are not suitable for use as a cake decoration. Ask your florist for details regarding toxicity. We cannot be liable for any contamination to our food product that may arise from their misuse. We recommend that your florist liaise directly with us to confirm detail about the size of cake being dressed to avoid any miscommunication.

From time to time certain materials for our cakes may become obsolete. This is totally out of our control; however we will do our best to select replacement products to reflect the original design as closely as possible. We reserve the right to replace items with component parts of equal or better quality without consultation.

If your cake contains figures made from sugar paste, whilst edible, we do not advise that they be eaten, due to the possible presence of dowels for reinforcement. All of our figures are handmade, and therefore, whilst we try to capture the characteristics of a particular person if requested (such as with eye colour, hair colour, hair length, glasses etc), we do not guarantee a true likeness, models will be caricatures, a representation of the individual. It is your responsibility to provide images for our reference. If images are not provided standard figures shall be used.

Stacked cakes contain dowels in each tier to provide support and these should be removed before consumption.

The cake is a fresh product containing no additives or preservatives and it is our right to assume consumption on the day requested. Cakes should be stored in a dry place, at room temperature, below 75 degrees and away from direct sunlight and sources of heat in the box provided. They should NOT be refrigerated.

Serendipity Cake Company and the customer expressly agree that the cakes and all goods purchased from Serendipity Cake Company remain the property of Serendipity Cake Company until paid for in full.

We reserve the right to use images of your cake for any form of advertising including web based promotions, brochures, galleries and competitions.

Cancellation

In the unlikely event that we need to cancel your order any monies paid will be refunded. Serendipity Cake Company reserves the right to cancel, vary or suspend the operation of this contract if events occur which are in the nature of force majeure including (without prejudice to the generality of the foregoing): fire, floods, storm, plant breakdown, strike, lock outs, riot, hostilities, non-availability of materials or supplies or any other event outside the control of Serendipity Cake Company, and Serendipity Cake Company shall not be liable for any breach of contract resulting from such an event.

Serendipity Cake Company shall not under any circumstances be liable for any customer aspect of indirect consequential loss or damage or loss of profits, provided always that these conditions do not exclude or restrict Serendipity Cake Company’s statutory liability for death or personal injury arising from any negligence on Serendipity Cake Company’s part or liability imposed by statutory implied terms in Consumer Contracts.

We are unable to refund payments made for cake orders which are cancelled at short notice as we are rarely able to rebook dates at short notice.

In the event of a cancellation by yourselves, the following charges apply

  • More than ninety days prior to the date = booking fee only.
  • Ninety days to one calendar month prior to the date = booking fee plus half the remaining cost.
  • Less than one calendar month prior to the date = full amount

Postponement

In the event of a postponement, the payment due remains the same as a cancellation. Subject to availability we will carry the monies paid forward to the new wedding/celebration date.

Changes to your cake

Up to 30 days before the wedding day, or 7 days for celebration cakes, you may amend or cancel your order by providing us with written notice. In the case of alterations a new order confirmation will be issued detailing the changes and the new cost. Alterations are not confirmed until a new order confirmation has been issued. Should you make any changes after that time there will not be a reduction in the price you pay, even if your new design is cheaper than the original booking.

Price and Final Payment

The price of your cake will be as set out in your order confirmation. No Vat is payable on the cakes. A 25% booking fee is required for wedding cake orders (subject to a minimum of £50) and a £25 booking fee for all other cakes. For Wedding Cakes a detailed order confirmation will be issued detailing the final balance and payment details. No further payment reminders will be sent and it is the responsibility of the client to ensure payment is on time.

Please note all booking fees are non refundable and non transferable.

The balance must be paid in cleared monies no later than the date set out in the order confirmation by bank transfer to the account specified, cash or by debit, credit card or PayPal. All payments by credit, debit card or PayPal will be made on the Serendipity Cake Company Website, you will be sent a link to the website to make payment.

If payment is not received by the date specified this shall be constituted as breach of contract by the customer. We reserve the right to hold the order until payment is made in full. When payment is late we accept no responsibility should we be unable to purchase the required stock or equipment to make the cake as laid out in the order confirmation. In these circumstances the cake will be made as close to the order confirmation as possible with no redress or liability on Serendipity Cake Company.

Collection and Delivery

All orders may be collected free of charge from Serendipity Cake Company by prior arrangement. We accept no responsibility for any damage sustained to the cake once it has left the premises.

If delivery has been requested we will deliver the cake on the day set out in the order confirmation to the address provided at the time agreed. Serendipity Cake Company will always do the best it can to ensure delivery dates agreed are achieved for the provision of the goods or services however the Company cannot accept liability for delays.

When delivering to a wedding venue, we will contact the venue in advance to arrange a mutually convenient time for delivery. If we set up the wedding cake we shall take a photograph of the cake before leaving and, obtain a signature from the venue confirming the cake has been received in good condition. Once the cake has been delivered we are unable to accept and liability for any damage sustained to the cake thereafter nor any failure to follow the instructions provided.

If the cake is delivered with a stand, a security deposit will be payable with the final balance. The stand must be returned to us in a good, clean condition within 3 days of the wedding. Upon the return of the stand the deposit will be refunded.

Complaints and Disputes

Complaints are very rare and due to the amount of work put into each individual cake we take them very seriously. Any issues must be bought to our attention with 48 hours on collection or delivery to give fair opportunity to assess the nature of the complaint.

Both Parties agree to not post any negative information about the other arising out of this Contract or Event on any online forum or website without providing advance written notice of the intended content thereof, and providing the other party with a prior opportunity to resolve any issues between the parties amicably.

Complaints regarding the decoration of celebration cake can be easily repaired so errors of this nature must be pointed out upon delivery/collection so as to give us the opportunity to correct them.  Wedding cake clients will be sent a detailed sketch of their wedding cake prior to the wedding. It is the clients responsibility to check that this meets with their requirements and raise any issues with us if there are any discrepancies.

Where the complaint is in regards to the quality of the cake then the cake, or remainder of the cake/tier, must be returned to us as soon as possible after cutting and within 48 hours of collection/delivery to ensure that we are able to fairly assess the nature of the complaint.

Please note we can only deal with the client who placed the original order.

Serendipity Cake Company’s liability (both in contract and tort) in respect of defects in goods or services shall be limited to the issue of a credit note in respect thereof or granting a refund or other such compensatory measures as Serendipity Cake Company, at its discretion, considers appropriate in the circumstances and shall be limited to the to the value of the goods or services giving rise to the claim.

Any refund given for disputes regarding a cake design or production of a design are completely at the discretion of Serendipity Cake Company and are not automatic. Full refunds will never be given for any cake which has been consumed regardless of dispute, as consumption of the cake is viewed as your acceptance that the cake is adequate for the purpose for which it has been supplied.

General

This Agreement together with Order Confirmation documents provided constitute the entire agreement and understanding between the parties relating to the order. Except as may be expressly stated in this Agreement, it supersedes and cancels all prior agreements, statements, representations, understandings, negotiations and discussions, whether oral or written, between the parties. Each of the parties acknowledges and agrees that in entering into this Agreement it does not rely on any statement, representation, warranty or understanding made prior to this Agreement save to the extent that such statement, representation, warranty or understanding is incorporated into this Agreement. Each of the parties acknowledges and agrees that in entering into this Agreement it has not relied on (or has been induced to enter into this Agreement by) any statement, representation, warranty or understanding made prior to this Agreement. Nothing in this paragraph excludes any liability for fraudulent misrepresentation. It is advisable that you make a copy of all documentation received from Serendipity Cake Company for your own benefit.

In the event that any one or more such provisions of this Agreement should be deemed to be invalid or unenforceable, such invalidity or unenforceability shall not affect the validity and enforceability of the remaining valid and enforceable provisions thereof which shall be construed as if such invalid or unenforceable provisions had not been inserted.

The parties agree to submit to the non-exclusive jurisdiction of the English courts.

Any headings utilised in this Agreement have been inserted for the convenience of reference only and should in no way restrict or otherwise affect the construction of the terms and conditions hereof.

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Serendipity Cake Company Online Shop General

Availability

Goods are subject to availability. Acceptance of your offer to purchase our goods is subject to their availability, our acknowledgement of order acceptance via the web or email is not a guarantee of delivery. If we are unable to deliver the goods which you have purchased we will let you know as quickly as possible and a full refund will be given.

Product and Pricing Information

The prices which you must pay for the products that you order are set out on the website at the time you place your order (plus a delivery charge), except where we discover an error in the price of the products you have ordered. In this event, we will inform you as soon as possible after receiving your order and give you the option of reconfirming your order at the correct price, or cancelling it. If we are unable to contact you we will treat the order as cancelled.

The prices quoted on this website apply to products sold via this website only. All prices are shown in £ sterling. Although we will take all reasonable care to ensure that all descriptions, details and prices of products appearing on the website are correct at the time when the information was entered onto the system, the information appearing on this website at any time may not reflect the exact position at the moment you place an order.

Please be aware that the colours and appearance of our products may vary slightly from the way they appear on the screen and we cannot guarantee that your monitor screen will accurately reflect the colour of the product on delivery, although we make every effort to ensure that they are as accurate as possible.

Placing an Order and Order Acceptance

The order acknowledgement email and order number are our confirmation of your order with us. completion of the contract between you and us will take place on dispatch to you or delivery by us of the products ordered, unless we have notified you that we do not accept your order, or you have cancelled it.

Payment Process details

We take payment from your card at the time we receive your order, payment must be made with a valid credit or debit card acceptable to us. The address at which the card is registered must be the same as your billing address.

Security

We use Sage Pay to collect and process transaction information, Sage Pay’s security policy can be viewed here www.sagepay.co.uk/policies/security-policy

Serendipity Cake Company Security Policy

Our Payment Service Provider is Sage Pay (formerly Protx) – the largest independent payment service provider (PSP) in the UK and Ireland.

Sage Pay provides a secure payment gateway (Level 1 PCI DSS), processing payments for thousands of online businesses, including ours. It is Sage Pay’s utmost priority to ensure that transaction data is handled in a safe and secure way.

Sage Pay uses a range secure methods such as fraud screening, I.P address blocking and 3D secure. Once on the Sage Pay systems, all sensitive data is secured using the same internationally recognised 256-bit encryption standards.

Sage Pay is PCI DSS (Payment Card Industry Data Security Standard) compliant to the highest level and maintains regular security audits. They are also regularly audited by the banks and banking authorities to ensure that their systems are impenetrable.

Sage Pay is an active member of the PCI Security Standards Council (PCI SSC) that defines card industry global regulation.

In addition, you know that your session is in a secure encrypted environment when you see https:// in the web address, and/or when you see the locked padlock symbol alongside the URL.

So when buying through our site, you can be sure that you are completely protected.

Delivery Information

Provided that we have processed and received payment in full for the products, ownership of an item will pass to you once Royal Mail have delivered the item to you, you have picked up the product from Serendipity Cake Company, or Serendipity Cake Company has delivered your item and you have accepted the product. When an item has been delivered, risk of damage to, or loss of the item passes to you. For Specific delivery options please read our delivery section please note that working days for us are Monday – Saturday and do not include national uk bank holidays.

Cancellation, Refund and Returns

If you wish to cancel your order you can notify us by telephone on 01462 682190 before we have dispatched the goods to you or 10 days prior to pick up or delivery of any internet ordered cake (including Classic Wedding Cakes) 

If the product is damaged/faulty or the wrong item and you require a replacement, please return the product in its original packaging, and enclose details of the damage or fault. The replacement will be sent free of charge. A refund for the price of posting the faulty/damaged/wrong item will be issued. 

If the product is damaged or faulty and you do not want a replacement and simply want a refund, return the complete product in its original packaging within 14 days of receipt, and we will process a refund according to your method of payment. A confirmation will be sent to you by email.

To discuss cancellations, refunds and returns please call us from 9 am to 4pm, Monday to Friday, quoting your order reference number or alternatively email alisontregoning@serendipitycakecompany.co.uk. if you contact us by email we will respond to you within 48 hours.

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Use of the Website

You will be able to access all areas of this Website without registering your details with us.

To register with www.serendipitycakecompanycakecompany.co.uk, you must be over eighteen years of age. you must ensure that the details provided by you on registration or at any time are correct and complete. you must inform us of any changes to the information that you provided when registering, by updating your personal details in your account. you must give us your real name, address, phone number, email address and any other details that we may require to process your order.

We reserve the right to decline a new customer registration or suspend a customer’s account at any time and at our sole discretion to terminate your access to all or part of the services with or without notice and to discontinue the website or services, or any part thereof, at any time, with or without notice.

Continuity of Service

Whilst we endeavour to ensure that this Website is normally available 24 hours a day, we will not be liable if for any reason the Website is unavailable at any time or for any period.
Access to this Website may be suspended temporarily and without notice in the case of system failure, maintenance or repair or for reasons beyond our control.
We do not warrant that the Website, its content or the server that makes it available is error or virus-free or free of other harmful components.

Intellectual property and copyright

The content of the www.serendipitycakecompany.co.uk website is protected by copyright, database and other intellectual property rights. you may retrieve and display the content of the website on a computer screen, store such content in electronic form on disc (but not any server or other storage device connected to a network) or print one copy of such content for your own personal, non-commercial use, provided you keep intact all and any copyright and proprietary notices.

You may not otherwise reproduce, modify, copy or distribute or use for commercial purposes any of the materials or content on the website without written permission from Serendipity Cake Company.

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Internet Privacy Policy Updated 26 April 2018 (GDPR)

This legal notice applies to your use of this Website and to any correspondence between us and you. Please read these terms carefully before using this website or submitting your personal data to us. Using this website or otherwise submitting your personal data to us / agreeing to submit your personal data to us indicates that you accept the terms of this Privacy Policy. This notice is issued by Serendipity Cake Company

This website is the property of Serendipity Cake Company. We take the privacy of all visitors to this Website very seriously and we are committed to safeguarding the privacy of our website visitors and service users. This policy applies where we are acting as a data controller with respect to your personal data.
This policy covers all data that is shared by you with us whether directly via www.serendipitycakecompany.co.uk or via email. This policy provides an explanation as to what happens to any personal data that you share with us, or that we collect from you either directly via this Website or via email.

Information we collect from you

The type of information we will collect about you includes:

  • Your name
  • Address
  • Phone number (including mobile number)
  • E-mail address
  • Credit/debit card details – this information is collected by our Payment Service Provider, SagePay for the purpose of processing payments for goods supplied by us. We do not see or hold credit or debit card details submitted through the Website.
  • Other information that we may need from time to time to provide services that you request or for market research purposes.

We will never collect sensitive information about you without your specific consent.

Use of personal data

Your information will enable us to provide you the services that you request and to process your order (including verifying payments). We may also use your personal information for market research and customer satisfaction purposes, and so that we can administer, support, improve and develop the services that we offer. We may contact you from time to time to let you know of our various products and services which we believe may be of interest to you. We will not email you in future unless you have given us your consent (except for the purpose of confirming and fulfilling your orders, or as we have mentioned in this Privacy Policy).

Where you supply us with third party personal information so that we can complete a delivery to that third party, we will not use such third party personal information for any purposes other than to carry out the delivery except that we may contact such third parties in the future to check if they are satisfied with our services and ask if they are interested in receiving further information from us about our products and services.

Cookies

A cookie is a small information file that is sent to your computer and is stored on your hard drive. Some websites use cookies to remember users’ email addresses or log on details. We do use Cookies on our website.

We may use technology to track the patterns of behaviour of registered and non-registered visitors to our site. This can include using a cookie which would be stored on your browser. The information collected in this way can be used to identify you unless you modify your browser settings so as to not accept cookies.

Every time you connect to our Website we store a log of your visit which shows the unique number your machine uses when it is connected to the internet (IP address). This tells us what you have looked at and which browser you use to view the pages. This information helps us to understand which areas of the site are of particular interest and which pages are not being requested. It also tells us the number of ‘hits’ on the Website. Information that is collected via Cookies is used in accordance with this Privacy Policy.

Retention and storage of your information

We do not keep your personal details for longer than we require for these purposes that we have mentioned. When we destroy or delete any of your personal information that we hold either electronically or on paper, we make every reasonable effort to do so in secure circumstances.

Please note that our policies on privacy will be overridden where we are required or permitted to disclose personal information under law or the terms of any court order.

Checking your details

You are entitled to see the information that we hold about you. You may ask us to make any necessary changes to ensure that your information is accurate and kept up-to-date. If you wish to verify the details you have submitted to us, you may do so by contacting us using the contact details at the end of this notice. We are entitled by law to charge a fee of £10 to meet our costs in providing you with details of the information we hold about you.

Security

We will take all reasonable measures as required under the UK Data Protection Act 1998 to ensure that personal information you submit to us is kept secure and protected from unauthorised use or disclosure. If we share personal data with third parties in accordance with this Privacy Policy, we will take all reasonable measures to ensure that such third parties also take appropriate security measures in relation to your personal data.

Changes to our Privacy Policy

Any changes to our privacy policy in the future will be posted to the Website and, where appropriate, by email notification.

Unsubscribe

If you wish to refuse to receive any marketing communications from us to you, please let us know at any time by emailing us on info@serendipitycakecompany.co.uk and we will comply with your request. Please remember that if you unsubscribe we will not be able to send you special email offers and sale details before anyone else.

 Serendipity Cake Company Details

Alison Tregoning T/A Serendipity Cake Company, Rockleigh, Throcking Road. Cottered. herts SG9 9RA

Tel: 01763 281274

email; alisontregoning@serendipitycakecompany.co.uk

 

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